Hero Health new | Shikha Gupta

PROBLEM/ CURRENT EXPERIENCE

L3 customers who want to set up Automatic Payment Withdrawals for amounts beyond the minimum must print, complete, and mail a physical form. The CLLO Loan Servicing Team images the form, and Conduit handles data entry to set up ACH.

POTENTIAL SOLUTION

Offer L3 authenticated customers a digital option to complete the form.

TARGET AUDIENCE

Customers wanting to self-serve, digitally setup or edit auto payment withdrawals for L3 Products (MVP targeting auto loan only customers).

DESIRED OUTCOMES

Call volume reduction.
Increase customer self-service.
Improve customer experience/CSAT scores.

UX SCENARIOS

Address all payment options (e.g., principal-only auto payments).
Notify customers of successful or failed auto payment set up (prioritize failure).
Define eligibility rules, like ineligibility for past-due customers, and clarify auto-pay doesn’t pay off loans.

Shikha Gupta

Hero Medication Manager

Hero is a smart pill management device that helps users stay on track with their medications. It holds up to 10 solid medications, dispensing doses on schedule with alarms and app notifications. Users can set reminders for liquid meds, manage schedules, and handle refills via the mobile app (Android & iOS). The app supports both primary users and caregivers for seamless oversight.

Impact: Increase in an adoption rate was over 50% on a monthly subscription and annual cost savings were $120k-$150k.

Role

Lead Designer & Product Strategist

Timeline

2021-2021

Status

Contributions

Discover, Define, Design & Access

Live

Problem Statement

Managing various medications, both solid and liquid, is complex and time-sensitive for users, especially those with chronic conditions or cognitive impairments.

Potential Solution

A pill management device and app that dispenses medications, sets dose reminders, and sends notifications, allowing caregivers to monitor schedules and track adherence for better health outcomes.

Target Audience

Individuals managing multiple medications, caregivers, healthcare providers.

Desired Outcomes

Improved Medication Adherence
Enhanced User Experience
Increased Confidence for Caregivers.
Comprehensive Tracking, Overall Health Improvement.

UX Scenarios

Delivers accurate doses with timing and instructions.
Shows pill status and expiration.
Accessible for older adults.
Prevents accidental dispensing.

My Responsibilites

Developed application flows from low-fidelity wireframes, ensuring seamless interactions across scenarios, edge cases, and errors while addressing user needs.
Collaborated with engineers on UI requirements and provided design guidelines.
Contributed to building a design system with defined components, style guides, and a UI toolkit for consistency.
Develop information architecture for new products, created sitemaps, and facilitated workshops for inspirational screens.

Discover Phase

In this phase, I focused on understanding user needs and the market landscape:

Personas: Developed personas representing different demographics to better understand users' pain points and behaviors.
Design Workshops: Conducted workshops involving my team in activities like Crazy 8, story-telling, and journey mapping to explore and refine the "above the glass" experience, focusing on user interaction and touchpoints.
Explorations: Researched inspirational screens and their features, participated in design workshops to discuss the pros and cons of each concept, engaged in Crazy 8 activities, storyboarding, journey mapping, and sketching to better understand the flow.

Crazy 8

Storyboarding

Inspirational Screens

Low Fidelity Wireframes

Define Phase

Created low-fidelity wireframes and an interactive prototype to outline functionality, sharing them with stakeholders for feedback.
Iterated designs based on stakeholder input to align with user and business goals.
Organized and structured the content and functionality of the product to ensure it is intuitive and easy to navigate for users.
Collaborated with developers and product managers to ensure design feasibility.
Worked with the A11y team and content designer to ensure accessibility and clarity in the designs.

Information Architecture

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Design Phase

Ensured the app is accessible, simple, and intuitive for older adults by following guidelines.
Used universal icons to reduce cognitive load and simplify navigation.
Applied progressive disclosure to break down tasks into manageable steps.
Made medication schedules easily visible to minimize extra clicks.
Presented all relevant information in a single view, mimicking a real prescription.

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Assess Phase

Conducted a usability test and survey of 20 participants to assess their experiences with the app and device.
Presented designs for experience review and adjusted designs based on findings
Ensure the design is ready for handoff to developers for implementation.
Interviewed medical center staff to learn about patient medication management.

Qualitative Research

In-person interviews and scenario-based questions were used to gather insights.
Surveys were distributed to existing users to gather broader feedback. Survey Questions

Quantitative Research

76% of participants felt confident in dispensing their medication via an app.
50% to 60% of older adults understood how to add medication.
On the list tab, 80% of users found the helper text useful.

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Key Results

Expectations: Met the goals

Successful task completion: 90% in usability testing.
Adoption rate: Over 50% on a monthly subscription.
Annual cost savings: $120k-$150k.
Enhanced User experience: 80%

Key takeaways

A mismatch between the hardware device and its application can lead to confusion.
Different states (errors, edge scenarios) should be designed with accessibility in mind, as the majority of the target audience consists of older adults.